Grow your career with The Estée Lauder Companies!
The Estée Lauder Companies Inc. is one of the world's leading manufacturers and marketers of quality skin care, makeup, fragrance and hair care products. As the global leader in prestige beauty, we touch over half a billion consumers a year.
Our Company's products are sold in approximately 150 countries and territories under brand names including Estée Lauder, Aramis, Clinique, Lab Series, Origins, MAC, La Mer, Bobbi Brown, Aveda, Jo Malone London, Bumble and bumble, Darphin Paris, TOM FORD BEAUTY, Smashbox, AERIN Beauty, Le Labo, Editions de Parfums Frédéric Malle, GLAMGLOW, KILIAN PARIS, Too Faced, Dr.Jart+, and the DECIEM family of brands, including The Ordinary and NIOD.
Infused throughout our organization is a passion for creativity and innovation; a desire to push the boundaries and invent the unexpected.
Position Overview
This position is the first point of contact responsible for the resolution of employee and manager inquiries and requests that are escalated via phone, email, the HR portal, or other access channels. It provides exceptional customer service to Employee Services customers, inputs data and ensures data integrity. This includes the processing transactions for the employee lifecycle, input pay impact and sensitive data and maintain records in the Oracle database. Leveraging tools such as case management system to track to agreed SLAs for customer service to the business.
This position will work in the Intake team, under supervision of Customer Intake Manager.
Key Responsibilities
- Acts as the first point of contact responsible for the accurate resolution of employee and manager inquiries and requests that are escalated via phone, email, the HR portal, or other access channels.
- Inputs data with speed and accuracy, whilst ensuring data integrity
- Responsible for maintenance of accurate and updated employee files
- Helps customers navigate through Tier 0 (self -service) materials and functionality.
- Seeks rapid and efficient resolution of 'How To' questions using scripts, FAQ's, and desk top procedures without deviation, promptly resolving upon first call/contact.
- Responsible for maintenance of accurate and updated employee files
- Understands scope of services and escalates items to others as defined. Investigates requests, which cannot be resolved by analyzing the nature of the request and routing to appropriate internal or external group for support.
- Logs all calls, emails, PUI entry, Workflow approvals and other inquiries on the case management system. Updates other systems as needed.
- Abides by documented Quality guidelines when handling customer calls.
- Uses professional and customer-focused approach to handle customer inquiries. Ensures client privacy where appropriate, including confidentiality and protection of sensitive client reports or information. Ensures quality customer experience by communicating empathy to de-escalate difficult situations.
- Demonstrates excellent written communication skills including proper grammar and correct sentence structure to document cases in the case management system and communicate with customers and employees via email.
- Uses excellent verbal communication including proper grammar, tone, and a clear speaking voice to ensure solid communication with the customer via phone.
Qualifications
Qualifications
- Advanced command of English and at least one written and verbal local language
- Excellent customer service focus and manner
- Data entry skills including excellent data quality, demonstrating accuracy and attention to detail in work
- Excellent verbal and written communication skills
- Ability to work well in a team environment, seeking the ideas of others and valuing differing perspectives
- Ability to solve problems in a timely manner and take initiative to make processes and programs better
- Ability to learn new systems
- Previous data entry or customer service experience preferred
- Experience in Excel and Word and strong working knowledge of Oracle HRIS system preferred.
- Excellent organizational skills
- Ability to handle multiple requests in a timely manner
- General analytical and problem solving skills
- Strong interpersonal and listening skills
- Ability to deal with ambiguity
- Ability to handle confidential information
- Ability to identify when data-related issues need to be escalated
- Ability to work with diverse people
- Ability to maintain objectivity under pressure
- Language skills preferred (e.g. English, Spanish, Portuguese, French)
Additional Details
- Work shift Monday to Friday
- Contract-Type Full-Time Permanent
- Location Costa del Este, Panamá
Job: Human Resources
Primary Location: Latin America-PA-8-Panamá
Job Type: Standard
Schedule: Full-time
Shift: 1st (Day) Shift
Job Number: 2317453
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